Public Sector - Shared Services and Contact Centres

Realise improved customer satisfaction rates, increased productivity and enhanced levels of customer service through streamlined enquiry management and the introduction of customer portals.

Achiever Anyware allows Public Sector organisations to streamline the management and tracking of incoming enquiries via multiple channels, thereby providing consistency across the customer experience.

Achiever Anyware’s integration capability with existing business systems including telephony, email and back office applications provides a centralise solution whilst its sophisticated security functions ensure users only have access to authorised data.

Capture data on internal employees and external customers

Achiever Anyware enables different teams and departments to capture specific information relating to internal employees, external customers and vendors/suppliers within one application.

Different screens and processes can be created based on the type of contact entered to ensure each contact is managed consistently and in line with business requirements.

Security filters can be set up across data sets based on user, contact or call type preventing unauthorised access of information and enforcing data protection rules.

Create a holistic view of your customers and employees

Achiever Anyware provides a holistic view of your external customers and internal employees. Departments can share detailed data captured across all contact touch points, based on permissions, including profile details, correspondence and enquiries raised to improve communication and better serve the needs of the employees and customers.

Enhanced profile information including ethnicity and disability details can also be recorded within the solution, in addition to Data Protection Information including Do Not Contact details.

Freedom of Information reports can be produced at Customer and Enquiry level to ensure data protection rights are upheld.

Track and manage incoming enquiries

Achiever Anyware can intelligently and automatically allocate enquiries to the most appropriate person or team to ensure the quickest possible turnaround on every enquiry. Using sophisticated rules, Achiever Anyware can intelligently balance workloads amongst your customer service team and filter through the most critical enquiries to provide a priority list for users to deal with.

A complete audit of allocation history and updates can be recorded against a call and used in Freedom of Information reporting, in addition to monitoring team productivity and call progress.

Search knowledge base

Achiever Anyware’s knowledgebase allows you to promote the use of existing knowledge and encourage the sharing of skills and know-how within your user base. Accessible to customers and employees, Achiever Anyware’s knowledgebase reduces the calls to your team by enabling the customer or partner to self serve by checking the knowledgebase for information before making the enquiry.

Schedule associated actions and correspondence

All correspondence and activity, completed and outstanding, generated in connection with an enquiry can be recorded and managed within Achiever Anyware.  Internal response times can be assigned to each activity to ensure prompt response when actions are allocated to other users or teams to complete.   Detailed notes of work carried out on each action can be recorded and viewed from the enquiry.  

Emails and letters requesting further information or notifying the customer at designated progress points can be manually or automatically triggered from the enquiry.

Exceed SLA and standardise Best Practice

Achiever Anyware ensures the consistent handling of customer issues in line with pre-defined business processes, helping your customers to receive first-class service every time.

Automatically generated alerts and notifications can be sent to personnel and managers to ensure your customers receive appropriate levels of care and allow you to respond within the parameters of your SLA. Reports and analysis can be generated to monitor calls exceeding SLA and identify areas of weakness for further training and assistance.

Internal processes relating to ITIL or ISO standards can be implemented to assist in compliance with any company specific agreements.

Integrate with telephony systems

Integration with your telephony system to automatically assign the incoming call to the next available appropriate agent and screen-pop the matching customer or employee record will help improve staff productivity and reduce time spent locating the required record.

Process customer and employee feedback

Capture positive and negative feedback and evaluation on all aspects of enquiry handling from the answer time to the communication of information from the help desk team to the employee or customer for future improvements and to identify potential new services.